## Service Delivery Coordinator-Field ServicesApply: Townsville, QLD, Australia: Cairns, QLD, Australia: Full time: Posted Today: REQ********What success looks like in this role:**As a Service Delivery Coordinator, you will:* Triage incoming ICT incidents and service requests accurately and efficiently.
* Review ticket information and engage customers to obtain missing or additional information.
* Determine the appropriate support pathway using established processes and triage criteria.
* Coordinate work between customers, the Centre of Excellence (COE), Field Engineers and specialist support teams.
* Identify opportunities for immediate resolution and close straightforward requests where appropriate.
* Coordinate customer and Field Engineer appointments when onsite support is required.
* Maintain clear and professional customer communication throughout the coordination process.
* Ensure tickets contain accurate, complete and actionable information before escalation or reassignment.
* Monitor ticket age, priority and SLA requirements and take action to prevent unnecessary delays.
* Maintain accurate ticket notes, records and supporting evidence.
* Follow established ICT service management, triage and escalation processes.
* Manage a high volume of tickets while maintaining quality and accuracy.
* Work collaboratively with national delivery teams to support workload balancing and service performance.
* Identify recurring issues,



process gaps and opportunities for continuous improvement.
* Contribute to team quality, performance and service improvement initiatives.
## About YouWe are looking for someone who takes ownership, communicates confidently and understands that good service delivery is about more than simply moving a ticket to another queue.You will ideally have:* Solid customer service and communication skills.
* Experience in ICT service delivery, service desk, coordination or a similar operational environment.
* Strong attention to detail and commitment to following established processes.
* The ability to manage and priorities a high volume of tickets and competing activities.
* Confidence engaging with customers, technical specialists and operational teams.
* Strong written communication and ticket documentation skills.
* Good judgement when determining the appropriate escalation or support pathway.
* The ability to work effectively as part of a nationally distributed team.
* An understanding of ITIL or IT Service Management principles would be advantageous.
* Experience using enterprise ticketing or ITSM platforms would be highly regarded.
* A proactive approach to identifying problems and improving ways of working.
**You will be successful in this role if you have:*** NV1 Security clearance must have for this role.
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📌 Service Delivery Coordinator-Field Services (Queensland)
🏢 Unisys
📍 Queensland